Summary
Overview
Work History
Education
Skills
Referees
Timeline
Generic

Mary Wahu

F&B Service/ Front Office/ Reservations
Nairobi

Summary

Motivated hotelier with engaging personality and flexible approach. Upbeat, friendly, and anticipating customer needs to facilitate enjoyable guest experiences.

Overview

9
9
years of professional experience
8
8
years of post-secondary education

Work History

Waitress

Onza Westgate
11.2023 - Current
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Collaborated with team members to consistently provide efficient service during peak hours.
  • Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
  • Answered customers' questions, recommended items, and recorded order information.
  • Processed orders and sent to kitchen employees for preparation.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.

Guest Service Agent

Olmoran and Pelican Lodge
04.2019 - 04.2020
  • Managed group bookings to ensure seamless organization of events and accommodations.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
  • Improved guest experience scores by consistently delivering exceptional service through active listening skills.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
  • Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
  • Maximized revenue by upselling room upgrades and additional services.
  • Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Maintained accurate and up-to-date records of guest information.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.

F&B, Front Office & Reservations Intern

Sankara Nairobi Autograph Collection
09.2018 - 03.2019
  • Developed skills in Opera System, guest check-ins/outs, and complaint resolution.
  • Gained valuable experience working across F&B Service, Front Office, Reservations & Pastry departments, applying learned concepts directly into relevant work situations.
  • Contributed to a positive team environment by collaborating with fellow interns and Supervisors on all job tasks assigned.
  • Gained hands-on experience in the various departments, increasing proficiency and expanding technical skill set.
  • Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.

F&B Kitchen & Service Intern

Sun Africa Hotels
05.2017 - 08.2017
  • Gained hands-on skills in F&B Kitchen and Service departments
  • Supported team members in completing tasks efficiently, resulting in improved overall productivity.
  • Participated in training sessions to expand knowledge base and stay current on best practices within the industry.
  • Demonstrated adaptability by quickly learning new tasks and systems when assigned additional responsibilities during peak periods or staff shortages.
  • Assumed responsibility for opening/closing procedures such as mis en place and cash handling, displaying trustworthiness and dependability.

F&B Kitchen & Service Intern

Mvuli House Hotel
05.2016 - 08.2016
  • Supported bar and table service, POS billing, food preparation, and cost control.
  • Gained experience in hygiene standards, plating, and kitchen operations.
  • Supported team members in completing tasks efficiently, resulting in improved overall productivity.
  • Participated in training sessions to expand knowledge base and stay current on best practices within the industry.
  • Maintained a clean and organized workspace, ensuring a professional environment for staff and guests.
  • Provided administrative support by managing incoming calls, organizing files, and performing data entry tasks as needed.
  • Demonstrated adaptability by quickly learning new tasks and systems when assigned additional responsibilities during peak periods or staff shortages.

Education

Bachelor of Science - Hotel and Restaurant Management

Technical University of Kenya
Nairobi
09.2014 - 12.2018

High School Diploma -

Rungiri High School
Kiambu
02.2010 - 11.2013

Skills

  • Customer service

  • Guest relations management

  • Menu recommendations

  • Safe food handling

  • Order management

  • Team collaboration

  • Time management

  • Hospitality service expertise

  • Strong multitasking

  • Decision-making

  • Handling complaints

  • Upselling techniques

  • Point of sale operation

  • Wine service

  • Wine pairings

  • Verbal and written communication

Referees

Charles Odera | Onza Westgate | 0707918704

Liz Muturi | Pelican Lodge Elementaita | 0728 008016

Timeline

Waitress

Onza Westgate
11.2023 - Current

Guest Service Agent

Olmoran and Pelican Lodge
04.2019 - 04.2020

F&B, Front Office & Reservations Intern

Sankara Nairobi Autograph Collection
09.2018 - 03.2019

F&B Kitchen & Service Intern

Sun Africa Hotels
05.2017 - 08.2017

F&B Kitchen & Service Intern

Mvuli House Hotel
05.2016 - 08.2016

Bachelor of Science - Hotel and Restaurant Management

Technical University of Kenya
09.2014 - 12.2018

High School Diploma -

Rungiri High School
02.2010 - 11.2013

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Mary WahuF&B Service/ Front Office/ Reservations